o Analyze prospective customers contact center to match with applicable company products to resolve their challenges and opportunities.

o Develop and demonstrate proposed solutions to prospective customer. Address and mitigate potential concerns the customer may have during presentation.

o Learn and understand entire company product suite. Understand and analyze market trend to remain abreast of best business practices within industry environment.

o Support and collaborate with internal teams to support field and office sales teams.

o Identify technology challenges that may significantly reduce or eliminate the benefits and features of NICE product offerings.

o Serve as a mentor/SME in either POD groups or 1:1 settings to provide insight, feedback, and guidance to other PSEs that may need assistance.

o Assist in managing day to day operations of contact service center.

o Generate reporting and provide results to business partners as necessary.

o Coach, develop, and assist customer service representatives and/or task team lead on best
center or customer practices. Develop customer service representatives in preparation for new
task opportunities.

o Collaborate with Workforce Coordinators to ensure daily objectives are executed effectively
and tasks are in line with company objectives.

o Assist, when applicable, in various department projects and initiatives in an effort to improve
or change department processes or procedures. Including implementation of workforce
management software.

o Interview, select, and on board new qualified candidates to ensure proper coverage for
customer call volume.

o Develop and implement process changes, technology, or procedures to improve efficiencies.

o Experience with Kronos, Cisco Finesse, Cisco UCCX, Cisco Reports, DOMO, Microsoft Forms &
Suite, Nice CXOne (ACD, Text, Email, ACD Routing, WFM, QM, and Performance Management), Workday, and Jobvite. Continued experience with
visual basic and auto hotkey

o Develop and Integrate new process, procedures, and technologies into an up and starting
pharmacy contact center operation to help promote efficiency and improved patient
experience.

o Collaborate with industry leadership to determine next steps in strategy for growth and
development within the contact center.

o Interview, select, and onboard new hire candidates and prepare for training.

o Coach, discipline, and provide feedback to Pharmacy Call Center agents to promote a
feedback centered environment and help agents to perform at or above outlined
expectations.

o Applications utilized: Interactive Intelligence, Microsoft Office Suite, PeopleSoft 8, Ariba,
Microsoft Visual Basic, Workday, and SharePoint Management.

◦ Analyzing call trends and statistical measurements to help achieve service level and efficiency metrics with the use of Workforce Management & call statistics software.

◦ Responsible for the oversight of forecasting, scheduling, adherence, real time monitoring, responsible for schedule bids, overtime, vacation, and coverage for special projects.

◦ Focus on the quality and coaching model to raise awareness on how to elminate errors. Responsible for Customer Satisfaction Surveys and analyzing information and presenting data to upper management.

◦ Responsible for payroll for over 50 employees, invoicing for contact center, and correspond with temp agencies to arrange for hiring of temporary help, in addition, participate in the interview process.

* Experience with NICE recording, NICE IEX WFM, Avaya One-X, CMS Supervisor R16, Microsoft Office, Microsoft Powerpoint, Microsoft Word, and CMS Adminstration.

****Please note: This was a temporary assignment position that I was asked to do by senior management for a period of time. However, this is experience that I gained that I feel is essential to let future employers know about.****

Job duties include:
◦ Manage day to day operations which can include: contact center statistics, incoming phone volume, offline assignments, training, schedule conflicts, schedule adherence, and priority conflict.

◦ Resolve employee issues that can impact the day to day operations, issues include: schedule conflicts, projects, special events, IT issues, etc.

◦ Complete special assignments assigned by senior management. A recent example, La-Z-Boy was preparing to move into their new world headquarters, I was asked by the contact center manager to help facilitate and organize elements of the move.

◦ Create and Problem solve ways to resolve certain issues. A recent example, in the new world headquarters, La-Z-boy is adopting a mobile work atmosphere. In preparation of this environment, I create a series of mobility applications (AutoHotkey) and created a PDF document to help users do things such as: add new email boxes to outlook, export and import IE favorites, change desktop configurations, and implement a 5S type format.

◦ Troubleshoot customer issues and proactively anticipate potential product issues.

◦ Requested by management to work on special projects.

◦ Member of Peer Selection Program, responsibilities include reviewing resumes and interviewing CSR candidates.

◦ Systems used: Retail Management System, AS400, Microsoft Excel, Microsoft Outlook, Auto Hot Key, Microsoft Visual Basic, Cisco Supervisor and reporting.

◦ Accurately processed customer requests efficiently. On average placed in the top 50 out of 250 representatives based on transaction time.

◦ Monitored data entry to ensure accuracy on customers' prepaid cell phone accounts.

◦ Provided basic troubleshooting of resetting phones and tower connections, and reprogramming phones to reset features such as: data connections, voicemail, and messaging.

◦ Authorized credits given on merchandise for product outside of the return policy.

◦ Managed data being entered into system in order to track of customer return trends and monitor irregular return trends. Analyzed this data to decline or accept returns.

◦ Demonstrated diplomacy and attention to interpersonal relationships when solving multiple customer problems with the best possible resolution. Solutions addressed conflicts with returns, orders, out of stock merchandise, and credit card points conflicts.

◦ Communicated home loan interest rates to potential customers and the benefits of refinancing with our broker firm.

◦ Reviewed current market trends and market rates in order to provide customer's with accurate information.

◦ Created a pre-application form in order for a loan officer to contact potential customers.

◦ Authorized credits given on merchandise for product outside of the return policy.

◦ Managed data being entered into system in order to track of customer return trends and monitor irregular return trends. Analyzed this data to decline or accept returns.

◦ Demonstrated diplomacy and attention to interpersonal relationships when solving multiple customer problems with the best possible resolution. Solutions addressed conflicts with returns, orders, out of stock merchandise, and credit card points conflicts.